Customer Complaints Specialist

Job Description:

Customer Complaints Specialist

Salford Quays, Brighton, Staines or Leeds

Permanent, Full Time (37.5 hours) 

Salary is from £24,500 - £26K depending on location

Hybrid home and office working options available once signed off - This is not a fully remote working position

About the job area:  

We’re a team that’s passionate about leading the healthcare insurance market and improving wellbeing for all. 

We take immense pride in our work, working together with determination and focus. Delivering care that our 2.2 million customers can count on, from experts they trust. 

Role overview: 

Day-to-day, you’ll investigate escalated complaints and weigh up the evidence to decide a fair outcome for the customer. This will include speaking to customers, listening to calls, reviewing documents, and referring specialist subject matter – such as medical reports – to appropriate teams for assessment.  

What you’ll do: 

You’ll need to be able to empathise with customers and see things from their point of view, then compare what they’ve said to the evidence available to you. 

If we’ve done something wrong, you might need to apologise to a customer, pay a claim or offer some compensation – and you’ll be responsible for choosing the right option.  

Once you’ve finished investigating, you’ll speak to customers on the phone to deliver your resolution and follow up with a letter to confirm the details. 

What you’ll bring: 

*You must have past experience of dealing with complaints and knowledge of the Ombudsman Services and industry regulators.*

You’ll be working in an FCA-regulated environment so past experience of handling complaints and providing great customer service is essential. 

Excellent communication skills – both verbal and written – are a must and these will be assessed as part of the interview process. 

You’ll also need good problem-solving skills, a keen eye for detail and the ability to analyse evidence objectively. 

You’ll manage your own workload, so you’ll need to be organised and able to prioritise your cases. 

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• 25 days holiday, increasing through length of service, with option to buy or sell

• Bupa health insurance as a benefit in kind

• An enhanced pension plan and life insurance

• Annual performance-based bonus

• Onsite gyms or local discounts where no onsite gym available

• Various other benefits and online discounts

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.

As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

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